Detail vs. anonymity

Hi, probably a newbie question but...

Most of the shops I do request step-by-step narratives with lots of detail about interactions with employees. Some shops say that employees read the reports. And then I also see that we don't want our interactions with them to be "memorable". So, even if I keep my interaction as boring as possible, if I write a detailed narrative and an employee reads it, isn't there a good chance they will be like, "Oh yeah, I remember that lady who was looking for a stain-resistant tablecloth and I suggested a runner instead!"

Of course, I don't think I'm a particularly memorable person, and the chances of me ever shopping that particular person again are slim especially with rotations, but it just seems like a conflict to me, so I'm never sure just how much detail to put into a narrative. I'm naturally verbose and I like writing so I tend to err on the side of "too much".

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At last! Someone else who admits to being "naturally verbose!" I've been conducting shops for nearly 13 years, and, like you, I enjoy writing detailed commentaries. The editors can make the determination if something we've written is so situation-specific that it would compromise our anonymity, and they can cull the information from the report if necessary.

Another guilty party here who writes lengthy, detailed narratives and sometimes wonders if I'm putting in so much detail that the employee might remember me. This is especially worrisome when I do, e.g., a teller shop at my own bank or a restaurant shop that I also eat at as a "normal" customer.

Sometimes I'll put a note to the editor in the comments box, if there is one, or send an e-mail to the scheduler and explain that such-and-such detail in the narrative might identify me as the shopper. Then leave it up to somebody on that end to leave in or take out.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

I hate it when something memorable happens on a shop and I have to report it. Recently, at a dining shop, there was a mixup among the servers, and we had to wait 10 minutes for service. No way to avoid reporting that.

But generally, I try to leave out specifics when I think they are not relevant. For example, instead of saying I asked about stain resistant tablecloths, I might say I was looking for tablecloths with a certain feature. Or, when appropriate, I might just say I asked about the scenario item or a particular item. Of course, many shops require a level of detail where you can't do this. But even with those detailed shops, I can still leave out some specifics. Instead of saying the employee made small talk about the fact we both went to the same college, I might say the employee made small talk about things we had in common.

I feel like two shops I do that require detailed narratives are pretty easy to for the employees to figure out I was the shopper. Both insist I engage employs and ask questions then want to know exactly what questions I asked as well as the employee's response. Since these aren't places like restaurants where every customer interacts with the employee, the conversation would stand out even without the play by play reminder written in the report.

Luckily the rotations are pretty long and I haven't shopped the same employee for any of the repeat jobs I've done.

Edited 2 time(s). Last edit at 11/04/2016 02:39PM by wwin.

I recently did a high end hotel shop where the elevator to the garage was out of order for the entire stay. Since I had a recent injury, I was temporarily using a cane and could not manage the two flights of steps to the garage! Two different assistant managers parked and retrieved my vehicle. (Oddly enough, this hotel did not have valet parking, in spite of the price and impeccable level of service otherwise offered!) Writing "around" that unique circumstance was a bit challenging. I do not anticipate returning there any time soon!

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

@walesmaven wrote:

Since I had a recent injury, I was temporarily using a cane and could not manage the two flights of steps to the garage!

I hope your injury is healing and that you're able to get around better!

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

Thank you. No more cane!

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Some schedulers ask for detailed information. Some tell me dont add so much detail!
Go Figure! I do em all the same and make the scheduler/editor figure that out.

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Detail vs. anonymity

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